“John, thank you for bringing this to my attention.

I would love to hear more about how we can serve you better.

“Hi Priya - I see you left a 1 star rating, but no details about your experience with us.

We hope to have the chance to serve you again. Our goal is always to seat customers as quickly as possible and we are always working to make our process even more efficient. I’m sorry to hear that you had to wait longer than expected for your table. Need some additional inspiration? Let’s take a look at some examples of thoughtful responses to negative reviews: Sign off with your name or initials to show you’re taking the matter seriously and that a real person is listening.

Show that you’re authentic and genuine.

If this is the first you’re hearing of the complaint, invite the customer to email or call so that you can try to sort out the matter with them. Show compassion and empathy for the customer.

Apologize when appropriate but don’t take responsibility for things that weren’t your fault.

Be honest about mistakes made and steps you’ve taken (or will take) to remedy the situation. If someone mentions a problem with a product or service, investigate to see what may have gone wrong.

Understand your customer’s experience with your business before responding.

Never lash out and avoid taking the review personally. Customers will appreciate a prompt response.

Here are some tips on replying to negative reviews:

While nobody wants a negative review, most businesses will receive one at some point.

How to review a business on google